1. Information is Not Enough: Shaping the User Experience Information is Not Enough: Shaping the User Experience Presented by Joan Frye Williams www.jfwilliams.com

2. Civilian Reality Information ubiquity Decline of deference Creative economy Preference for personalization

3. Is This My Kind of Place?

4. Destination Libraries Strong sense of arrival Warm welcome Clean & comfortable Natural light Being spaces Source of pride

5. Green Buildings and Practices

6. Zoning by Activity

7. Demand-Based Resource Allocation

8. Emphasis on the Pleasures of Learning

9. OK, Within Reason… Talking Food and drink Shared computers Gaming Mobile phones

10. Will I Succeed?

11. Simplified Wayfinding Consolidated desks Situational signage Virtual tours Prepackaged tips, shortcuts, FAQs

12. Consistent Nomenclature Magazines Periodicals Journals Serials Periodical literature Current periodicals Back issues Bound journals

13. Browse-Worthy Collections

14. Roving Staff + Wireless All staff capable of assisting with basic navigation and end- user tools Zone staffing

15. Bookends Service Get me started Check my work when Im done

16. Does Using the Library Integrate Easily with the Rest of My Busy Life?

17. Engines, Not OPACs

18. Podcast/Webcast Content

19. Text/IM and Microformats

20. Automatic Book Dispensers

21. Reference Alternatives IM reference Hot topics Extreme Googling Reference appointments Target audience specialists

22. Am I Trusted to Participate?

23. 2.0 Services F ind U se S hare E xpand

24. Outreach to External Blogs, Wikis, Social Networks

25. Library as Laboratory A place to TRY new things: Book art studio Media production facility New technology showcase

26. More Opportunities to Share and Expand Collaborative filtering Folksonomies Users groups

27. Moving Forward Listen to those civilians Serve the community, not just the customer Resist perfectionism Plan for success Laugh a lot

29. You cannot lead the people if you do not love the people. - Dr. Cornel West